Canadian companies need to invest in analytical tools and expertise to generate the proactive and predictive insights for a more personalized experience for customers, who are quietly slipping away with little ability to win them back.
About half (49 percent) of Canadian consumers have switched providers in the past year due to poor customer service—most commonly from retailers, cable and satellite television service companies, phone companies and banks, according to Accenture’s eleventh annual Global Consumer Pulse Research. The study gauges the experiences and attitudes of 24,489 consumers around the world about marketing, sales and customer services, with 1,334 respondents from Canada.
Eighty percent of Canadian respondents who switched said they could have been retained before switching providers, in line with the survey’s global findings. Now that they’ve switched, there’s very little chance they will return, with 68 percent saying they will not return once they have left, compared to 58 percent globally, the survey shows. Further, only 17 percent of Canadian consumers posted negative comments online after a bad customer service experience, 10 percent less than the global average (28 percent).
You may also be interested in viewing the Global report: accenture.com/GlobalConsumerPulseResearch